The Subsea Delivery and Governance Lead is responsible for the smooth and efficient delivery of operational services to a portfolio of assigned customers across Indigo's NOC and subsea service portfolio. Acting as the primary service contact, this role builds trusted relationships, ensures service levels are met, manages escalations, and drives continuous improvement in collaboration with internal delivery teams. In addition to core service management responsibilities, the role provides governance over subsea onboarding, ensuring new services transition into Business-as-Usual (BAU) operations in a controlled, compliant, and customer-aligned manner. The Lead also ratifies new service offerings, ensuring operational readiness and alignment with NOC capabilities. While not a hands‑on engineering role, the successful candidate will demonstrate familiarity with subsea technologies (e.g., PFE, SLTE), common fault types (e.g., shunt faults), and associated onshore infrastructure to effectively govern and support operational practices.
Customer Engagement & Service Governance
* Act as the primary service contact for assigned customer accounts, maintaining senior‑level relationships and ensuring swift resolution of service issues.
* Lead monthly customer review meetings and produce performance packs for distribution.
* Drive customer satisfaction, loyalty, and retention through proactive engagement and high‑touch service delivery.
* Lead service reviews and reporting cycles, presenting performance, risks, and improvement plans.
* Act as the voice of the customer within the business, ensuring expectations and commitments are understood and met.
Operational Excellence
* Monitor and report on SLAs, KPIs, and service levels across subsea and NOC services.
* Lead problem management and root cause analysis for systemic service issues.
Service Improvement & Transformation
* Identify and implement service innovations, automation opportunities, and operational efficiencies.
* Drive continuous improvement initiatives to enhance service quality and reduce cost.
* Oversee implementation of new systems, tools, and processes that improve service delivery.
* Own customer communication and coordination during major incidents.
* Lead post‑incident reviews and ensure completion of problem management actions.
* Manage customer change requests with clear documentation and cross‑team communication.
Collaboration & Coordination
* Work closely with internal delivery teams including NOC, Engineering, Logistics, and Projects to ensure seamless service delivery.
* Provide input to account plans and service strategy in collaboration with Sales and Account Management teams.
Reporting & Continuous Improvement
* Prepare and deliver regular service reports, highlighting key metrics, trends, and areas for improvement.
* Identify and drive opportunities for service improvement, automation, and cost efficiency.
Qualifications
* Proven experience in a Subsea Service Delivery or Subsea NOC Management role.
* Strong stakeholder engagement and customer relationship skills.
* Experience in onboarding and transitioning services into BAU.
* Familiarity with subsea network technologies (e.g., PFE, SLTE), shunt faults, and onshore infrastructure.
* Understanding of ITIL or similar service management frameworks (Foundation certification desirable).
* Experience in subsea, dark fibre, or terrestrial networks is highly advantageous.
Benefits
At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. You’ll have opportunities for personal and professional growth in a dynamic market, backed by a company that prioritizes sustainability, innovation, and employee well‑being.
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